Air New Zealand

Very satisfactory flight March 31 LA to Auckland. Especially nice as plane not full and flight staff moved us around to have max. room for long flight. Flight 28/4/13 2 of staff in our area were very friendly attentive and gave excellent service.

I flew Auckland - LAX on 6 May and return 26 May. First flight was on 777-200 which was looking pretty tired but that's about the only criticism I have. Service food entertainment crew and seats in business premier all to a very high standard. Return leg was on a 777-300 and although similar had a much fresher cabin a bigger touch screen TV and a really good thick mattress which they put over the bed plus two decent sized pillows. As seats they are nothing special with very limited settings but as a bed they are superb - fully flat plenty long enough and much wider across the shoulder which makes a huge difference compared to say Qantas where you feel you are in a slim fit coffin with not enough room to turn over. Crew were friendly and professional on both flights very generous with beverages and food of a very good quality not a huge selection but that's a minor gripe.

LAX to LHR. Left on May 20th and returned on June 5th. I go out of my way to fly Air New Zealand especially on long flights. First class service in economy great food and champagne can be ordered at no charge at any time friendly staff. You are in good hands with this airline.

Tuesday 11th June Christchurch to Melbourne on the 6.05 am flight. Boarding was a mish mash and those boarding last found the overhead lockers full. Carry on bags checked at gate for weight. FA's friendly and served with a smile. Frequent water runs during the flight. Again the A320 is cramped and you hope that the person in front of you doesn't put their seat back into the little space you have. Ok for a short over the Tasman Sea.

Friday 7th June. Melbourne to Christchurch. Paid for the seat only and took on hand luggage. Seat comfort is reasonable but it feels like you are sitting in a sardine can. Luckily the person in front of me didn't recline their seat for the 3.5 hour trip. FA's friendly and did frequent water runs. Was greeted by name as I boarded the flight.

Travelled Auckland to Port Vila this last weekend. For such a short hop to Vanuatu all aspects of the flight were excellent. As this trip was for a long weekend travelled with hand luggage only. Crew on both sectors warm and welcoming not to mention hardworking.

Sydney to DFW in Business Premium. 777 aircraft. 200 series between Sydney and Auckland. Very comfortable. Great food and very professional crew. Overnight flight to LAX on 300 series aircraft. Seat fantastic. Great inflight entertainment. The seat is amazing slept for about 7 hours. Food very high quality. Have flown this route numerous times this year and Air New Zealand deliver each time. Will be nice when the 777 200 aircraft are updated to the 777 300 standard as the older cabins are getting a bit tired and worn. For a very comfortable flight across the pacific at a competitive price ANZ deliver.

Auckland to London via San Francisco and at the Auckland check-in they initially charged me 400$ for two extra bags definitely higher than other companies. Furthermore before going through the security they checked the carry on luggage weight so I had to go back to the check-in and pay 250$ for 7Kg excess of my trolley. In total they charged us 650$ (ridiculous). Staff at Auckland check-in were completely unqualified because they did not know how to deal with extra bags and they took the original copy of the excess baggage charges so at San Francisco airport British airways charged us other 250$.

After booking a flight from Christchurch to London via Hong Kong last year and being a long term Koru member we received what I can only describe as very 3rd class attention. Our flight from Hong Kong to London was cancelled after ANZ dropped this route as being unprofitable prior to March this year (travelled in May). We had to make other arrangements as LA was not an option for us. The alternative offered was Cathay Pacific who provided a truly super service. However one of the reasons my wife and I choose ANZ internationally was to be able to use the lounge facilities in Hong Kong going out and in London Heathrow and Hong Kong returning. It just makes the 22 hour flight more bearable. However during the dropping of the London - Hong Kong sector ANZ have made no alternative lounge facilities through any other airline and the code share at Hong Kong does not allow a guest since March this year. I understand the need to rationalise flight sectors but the poor way ANZ staff handled the change in my case is very disappointing and not worthy of a so called 4 star airline. Our Next international flights will be with another carrier some who offer complimentary lounge facilities and a genuine customer care attitude as a given.

We travelled on a 767 from Auckland to Shanghai last week business class. The seats were uncomfortable if the seats were fully reclined in front. I had to climb over the next seat to get out surely this is unsafe. This is a 12 hour flight with very poor meals certainly worse than economy in fact a fellow passenger although business class elected to travel economy because he had experience of this before and stated it was far more comfortable. The seats were very uncomfortable service poor entertainment nearly non existent. We originally booked through Virgin Atlantic and your airline was code sharing what an insult to Virgin Atlantic. Their service and comfort was far superior on the second flight. I felt paying for business class for this substandard service was a complete "rip off" I certainly will never travel with Air New Zealand again and will advise others of this. I am well travelled and this is the worst flying experience ever.